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Service Specialist

It's fun to work at a company where people truly believe in what they are doing!
Job Description:
JOB SUMMARY:
Provide mail, distribution, copy, printing, hospitality, reception, file, or other services defined or outlined in EPIQ's service agreement with client
Provide support for miscellaneous requests and flex services with a "can do" attitude and philosophy
Maintain a positive team-player mentality
Accurately communicate with client staff and EPIQ team members regarding commitments, deadlines, challenges, requests, etc
Deliver on service commitments in a timely and accurate manner
Invest proper effort and QC approach to deliver highest quality work and service
Comply with EPIQ's standards of operations as set forth in the contract agreement, the site operations manual, and the employee handbook
Expected to uphold the Standards of Service and best practices developed by EPIQ
Responsibilities:
General:
Monitor and listen to clients to understand inquiries and requests in order to provide accurate information about the facilities and services with prompt assistance
Perform basic mathematical calculations using a calculator/computer to accurately figure production time and labor time associated with any copy, print, scan or production requests
Follow established guidelines and procedures for receiving, documenting, organizing and mailing out client packages (i.e. parcel deliveries, messenger services, etc.)
Ensure accurate tracking, monitoring and recording of all charges, overtime, logs and entries throughout his/her shift
Answering telephone inquiries, loading/unloading parcels, delivering of parcels, copying, and faxing and guest requests
Due to the cyclical nature of the industry team members may be required to work varying schedules to reflect the business needs of the firm
Specific duties as assigned:
Mail/Distribution Services
Sort, distribute and meter US mail with knowledge of current postal rates
Ensure all projects have been properly produced and Quality Checked (QC'd) to EPIQ's standard
Ensure clients request and the delivery of faxes/parcels in a timely matter in accordance to EPIQ's standards
Copy Services
Immediate attention given to clients entering Copy/Mail Center in accordance with EPIQ's standard of operation
Accurately produce copy, print and scan projects in accordance to verbal and written instructions
Exhibit ability to take verbal instructions while taking notes to properly produce staff copy projects
Hospitality Services
Provide excellent client service as the coordinator of the clients' conference rooms, common areas and kitchens
Ensure clients requests for the set-up and use of meeting rooms are handed accurately and proactively
Place orders for food and beverages for use during meetings as assigned
Inspect and ensure that all rooms are clean, stocked with supplies and ready for continual use
Organize and distribute client kitchen supplies
Maintain inventory control and order supplies as needed
Perform cleaning, dusting and other incidental tasks as assigned
Records Management
Retrieve, compile, and distribute requested records and information
Responsible for document control and records management throughout the information lifecycle for physical and electronic records
Re-file records, files and record storage containers
Maintain accurate records circulation database
Receive and process records in accordance with established procedures
Comply with all business protocol, regulatory and best records management practices and requirements
Floor Coordination
Provide excellent client service as the first line of contact with the client
Responsible for the organization and upkeep of various satellite copy rooms throughout an assigned work area. This includes the stocking of general supplies, delivery of paper, and basic daily maintenance of the copier(s) in that area
Responsible for the pick-up and delivery of all mail/parcels as well as all copy, print and scan projects that area assigned to the Copy Center
Facilities
Provide excellent client service as the liaison between the Firm/Organization and their building management
Assist with office moves, maintenance of carpet log, hanging of pictures, light bulb outages, furniture rehabilitation, etc.
Coordinate office furniture and equipment moves with other operating departments of the firm, such as IT, Telecom, Maintenance, and Janitor
Responsible for communicating facility issues with client and assisting where needed
Reception
Work closely with the client's staff to ensure seamless day-to-day operations as the first line of contact with the client's visitors
Answer incoming telephone calls and direct call traffic to the proper person
Take accurate and complete messages for those employees who may be unavailable
Greet and announce visitors in a friendly and business-like manner
Maintain neatness and organization of reception desk and front closet areas
with various administrative duties as outlined by the Site Manager
Qualifications:
High School Diploma or equivalent
Minimum of 1 year professional level work experience
Previous experience in a client service oriented field preferred
Willingness and ability to learn new skills
Job Requirements:
Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting
Ability to learn skills quickly
Flexibility in dealing with simultaneous projects
Attention to detail
Ability to function with a high level of patience, tact and diplomacy in handling any "complaint" situations
Ability to lift or move 40 lbs. or greater
Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 100lbs
Ability to walk, bend, kneel, stand, and/or sit for an extended period of time
Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc)
Working knowledge of Microsoft products pertaining to the specific position including but not limited to Outlook, Word, and Excel etc
Reading, writing, and arithmetic skills required
Visual acuity
Able to convey information and ideas through speech in ways that others will understand
Able to listen to and understand information and ideas presented through spoken words and sentences
Able to speak clearly so listeners understand, identify and understand the speech of another person
Excellent organizational skills
Strong initiative required; ability to work independently with minimal direct supervision
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Epiq and its affiliated companies are Equal Opportunity Employers (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, marital or veteran status or any other category protected under applicable federal, state or local law. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request. Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.


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